Cync light not responding to commands

[asap1082]

I have a Cync light that I installed through the google home app.  It had been working fine up until a couple weeks ago.  The light is still recognized in the app, but it does not respond to commands.  If I reboot my google home, it will work, but then it will stop again.  I tried updated the firmware on the light bulb, and added it again through my google app.  It worked fine, then when I went to ask google to turn on light, it didn't work again.  I feel I have tried every option from rebooting, restarting, reinstalling the light, updating firmware, and nothing is working.  I'm not really sure why it just stopped working, but I know a couple of my friends are having the same issue with their lights.  Any solutions?  I wanted to see if there were other work arounds before I go buying a different brand of lights.  Thanks!

[Bartley1]

I had the same issue recently. Lights not responding to commands at random times. I had a chat support with Cync and they said to make sure you have the latest firmware. They suggested if it was setup directly through google to also setup a Cync smart plug. I already had a C by GE smart plug setup and still had the issue. They said the problem was due to google updates and there product updates being out of sync. I had some Merkury bulbs from Walmart (good price) and swapped the Cync lights out. No issues with Merkury lights or the Philip lights I have. One thing that made sense from the cync support was that Merkury and Philip lights are setup through there respective apps and linked to google home. The support guy kind of confirmed that the link way was the way to go. Unfortunately the Cync lights can't be set up this way. Hope this helps for some insight. FYI- I have 18 Philip bulbs and 7 Merkury bulbs setup now, No issues with them not responding to commands.

Gary

[asap1082]

Thank for your reply! I kind of figured the same, because I have Philips lights in other rooms, and I have had no issues. Kind of sucks in that I have like 4 more of these Cync light bulbs, so it's a bummer that I'm just going to have to get rid of then, since I bought them solely for the reason to work with my Google home. 

Thanks again!

[GarrettDS]

Hey there, 

Just wanted to hop in here to see if we still needed help on this. I have sent this information over to our engineering team and they ask that you provide them feedback through the Google Home app to them. They suggest including the keywords, "#Lights" along with the name brand of the lights and a short description of what you're encountering.

Please let us know if you have any other questions or concerns as I will be locking this in 24 hours. 

Have a great day. 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[GarrettDS]

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS